Common Client Login Issues

Important: To successfully log in to the Client Centre, please ensure that cookies are enabled in your web browser. Please refer to your browser's Help documentation for assistance in checking your cookie settings.

Below are some of the most common issues that clients may encounter when attempting to log in to the Client Centre. Click one of the links below to view a possible solution:

You receive a message saying your username or password is invalid.

Please check that you are using the proper username given to you by your Investment Advisor. We find that sometimes when clients believe they may have forgotten their password, it is actually their username they have entered incorrectly. We offer clients who routinely access the Client Centre from the same device a "save my username" option on the Login page.

Passwords cannot be reset automatically online. If you have forgotten or lost your password, you will need to request a new password.

Please note that you will never be contacted by anyone other than your Investment Advisor or Portfolio Manager to discuss the sensitive details of your account, such as your username and password. Remember, if it seems suspicious, we are only a phone call away. Contact your Investment Advisor or Portfolio Manager.

Your Client Centre Login page bookmark or favourite doesn't work.

Ensure you have bookmarked/favourited either the Odlum Brown home page or the Client Centre Login page before you log in. Bookmarking Client Centre pages like My Accounts or Client Centre Research after logging in is not supported.

You see a "session expired" page when you log in.

If you see a "session expired" page instead of your account information when you log in, try restarting your browser and then typing www.odlumbrown.com directly into your browser address bar, click the Client Log In button in the left column of the home page, and then try your login information again. If this doesn't work, you may need to delete any saved passwords, cookies, and temporary internet files from your browser's memory using the steps below.

The following procedures will also delete saved passwords and cookies for other websites you visit. You may need to re-enter passwords that were saved for those sites the next time you visit them.

Click Clear Now, then close Firefox, re-open it and try your Client Centre log in again.

To clear saved passwords and temporary Internet files in Chrome:

Click this button in Chrome, located near the top right of the window.

Scroll to the bottom of the new page displayed, and click on Advanced.

Under Privacy and security, locate Clear browsing data.

Click on the “Advanced” tab in the top right and ensure that the boxes shown below are checked.Under Time range, select All time.Click on Clear data to clear your browsing data and try your Client Centre log in again.

You are automatically logged out or "timed out" after a period of time.

This is a security feature of the Odlum Brown Client Centre to prevent unauthorized access to your account if it was left open. After a certain amount of inactivity, you will be logged out of your session automatically and taken to the "Session Expired" page.

You may also see the "Session Expired" page in situations where the server has somehow lost contact with you, even if you are actively using the Client Centre. Momentary connection issues occasionally happen on the internet. This feature is designed to help safeguard your security by ensuring that if the server can no longer be sure with whom it is communicating, it will close the connection.

Contact Us

If you need additional assistance, please contact your Investment Advisor or Portfolio Manager or email our website administrator at website@odlumbrown.com and include the following information in your email: